The Ministry of Health and Social Services has introduced a new complaints management system aimed at improving accountability, responsiveness and service delivery at public health facilities.
Speaking on behalf of health minister Esperance Luvindao at the launch of the standard operating procedure (SOP) for the management of complaints in Windhoek on Wednesday, deputy executive director Theo-Ben Kandetu said the initiative represents a “fundamental shift” in how the ministry responds to concerns raised by patients and members of the public.
“Today, we are not just launching a document; we are launching a new covenant between the Ministry of Health and Social Services and the Namibian people,” Kandetu said.
The SOP establishes a formal framework for receiving, documenting and resolving complaints at health facilities across the country.
Kandetu acknowledged that public health institutions have faced criticism over service delivery, including complaints about resource shortages, deteriorating infrastructure, poor communication and alleged unprofessional conduct by some healthcare workers.
“We have heard the cries of the Namibian people. We have read the reports of systemic resource constraints and critical supply shortages. We have heard complaints about infrastructure that does not always reflect the dignity of our people,” he said on behalf of the minister.
He said some of the most troubling allegations involve neglect, poor communication and claims that treatment is sometimes influenced by a patient’s social status rather than medical urgency.
“These incidents, including the unauthorised sharing of patient videos on social media, reflect a breakdown in the sanctuary that a hospital is supposed to be,” he said.
Kandetu said it would be unfair to overlook the efforts of healthcare workers who continue to provide quality care despite challenges facing the sector.
“Very often, we receive comments of appreciation and testimonies from patients who have experienced what I call ‘Pockets of Excellence’ within our system,” he said.
The ministry said the new SOP is intended to address longstanding gaps in the management of complaints, which have often resulted in issues being escalated directly to senior officials because of a lack of confidence in local resolution mechanisms.
Under the system, complaints will be classified according to their severity through a red, amber and green triage framework.
Kandetu said every complaint will now be documented, acknowledged and resolved within specified timelines.
“By channeling complaints to the correct office, starting with the Customer Care Officer at the facility level, then moving to the District, the Region, and finally the National level, we ensure that those closest to the problem are empowered and held accountable to fix it,” she said.
